" , ' '
BQ GIAO Dl)C
VA
DAO
T~O
'
, ,
~
,
TRUONG D.4I HQC KINH TE TP. HO
CHI
MINH
DE
TAl
NGHIEN cuu KHOA HOC
CAP
B()
DANH GIA CHAT LUONG DICH
vu
vAN
TAl
HANH
. . . .
, A A
~
, ' '
KHACH CONG CONG BANG XE BUYT
VA
Slf
HAl
. .

o,:;;.:
·.
__
1·
TRV(JNG
E>J?.I
HQC
KINH
r£
;
:•'
.
·•
.
THUVlEN
I
s-)
AjJ.
~~
: _
__
_:__L :::: _._
__
=·-
., .·
.
;
-
-~
·

1.4
Y nghia
thl,l'c
ti~n
ciia
d~
tai

3
1.5
N()i dung ciia nghien
cU'u
4
1.6
Tinh hlnh nghien
cU'u
v~
VTHKCC
b~ng
xe buyt
Ci
VN 5
Chudng
2: Ly thuye't
v~
cha't luctng dich
VQ
- Gioi thif;u
hf;
thffng

b~ng
xe buyt

16
2.5
T6m
t~t
chuong

21
Chtio'ng
3:
Phlidng
phap
nghi@n
cuu
va ke't qua nghi@n
cuu

22
3.1 Gidi
thi~u

22
3.2
Thie't ke' nghien
cU'u

22
3.3 Thang do

xii'
ly
s6li~u

30
3.5
Kiem
dinh thang do va ke't qua nghien
cU'u

31
3.5.1 Kiem dinh thang do
b~ng
M
s6
tin
ch
Cronbach Alpha

31
3.5.2 Thang do
mll'c
d()
hai long cua hanh khach
sii'
dt.mg
xe
buyt

33

gia chung
v~
cha't
lu'<;fng
va
mll'c
d()
hai long cua
hanh
khach
sii'
dt.mg
djch vv
VTHKCC
b~ng
xe buyt tuye'n n()i thanh TP.HCM

52
3.6
T6m
t~t
chu'ong ,

54
Chu'dng
4:
Mqt
s6 y
kiln
dong gop

Nang
cao cha't
lu'<;fng
phu'ong
ti~n
xe
buyt

,

.57
4 2 2
Th
r{
•
dA
h ?
t'
• K '
t'
K • A b , t 62
. . i:ll 9 p
l,lC
V\1
cua
a1
xe va 1ep v1en xe
uy

.

Ll)C
Ph1,111:1c
1:
Dan
bai
thao
lu~n
nh6m

77
Ph1,1
lvc
2:
Bang
thiim do y kie'n danh gia cha't
lu'<;fng
djch vv VTHKCC
b~ng
xe
buyt
tuye'n
n()i
thanh TP.HCM

78
Ph\11\lc
3:
Mota
th6ng ke


doan
phu'ong
ti~n
phan theo
nh6m
xe
nam
2002-2008

19
Bang
2.4:
Co
ca'u
doan
phu'ong
ti~n
phan
theo
thanh
ph§n kinh te'
nam
2002-2008

.19
Bang
2.5:
Bang
th6ng
ke

s6
Cronbach Alpha
cua
cac
ye'u
t6
cha't
lu'<;1ng
djch vv
VTHKCC
bAng
xe
buyt

31
Bang
3.4:
H~
s6
Cronbach Alpha
cua
thang do mll'c
d()
hai
long
cua
hanh
khach

34

3.7:
H~
s6
Cronbach Alpha
cua
cac
ye'u
t6
cha't
lu'<;1ng
djch vv VTHKCC

38
Bang
3.8: Ke't
qua
EFA
cua
thang do cha't
lu'<jng
djch vv
xe
buyt
l§n 4

41
Bang
3.9: Ke't
qua
EFA

cac
ye'u
t6
cha't
lu'<;1ng
djch vv
VTHKCC
b~ng
xe
buyt
lffn
cu6i

.45
Bang
3.12:
Thang
do cha't
lu'<;1ng
djch vv VTHKCC
b~ng
xe
buyt da ki€m djnh so
b9

45
Bang
3.13:
H~
s6

.,50
Bang
3.16: Ki€m djnh
mo
hlnh h6i quy

,50
B
•
3 17
HA
""t·"o
·cr
,
""
t""
h'A
.~
51
ang . :
((so
u'
ng quan
g1
a
cac
yeu
o ng 1en
cuu


R t
b'
h ? ,
, , , ,
d.<
h . , ,
dA
h'.
I'
53
ang . :
utem
rung m
cua
cac
yeu
to
an
g1a
muc
Q
a1
ong

.
IDnh 2.1: M6i
lien
h~
giua cha't
htc;fng

HL
HTX
M
ME>QT
NL
DV
QD
SGGP
SdGTCC
SdGTVT
TD
TNHH
TDPV
TP.HCM
TTQL&E>H
UBNDTP
VTHKCC
XB
XNK
An
toan
Can
b()
cong
nhan
vien
Doanh
nghi~p
v~n
tai

nhi~m
huu
h~n
Thai
d9 phvc vv
Thanh
ph6
H6 Chi Minh
Trung
tam
Quan
Ly
va
Dieu
hanh
Uy ban Nhan
Dan
thanh
ph6
V~n
tai
hanh
khach
cong
c()ng
Xe
buyt
Xua't
nh~p
khfiu

ph6lon
d
Vi~t
Nam
n6i chung va
cua
TP.HCM m()t trung
Him
van
h6a,
kinh te' va chfnh
tri
IOn
nha't nu'oc n6i rieng.
Phat
tri~n
phu'dng
ti~n
v~n
chuy~n
hanh
khach
cong
cong trong cac thanh
ph6I0n
d
nu'OC
ngoai
du'QC
coi la phu'dng

giao thong, gia tang
sg
c6
k~t
xe
vao
giO
cao
di~m.
gay
t6n tha't ra't
IOn
hang
nam
cho
nha nuoc (tfnh m6i
nam
TP.HCM
thi~t
h~i
khoang 14000 ty d6ng do
k(ft xe
2
,
tai
n(;ln
giao thong
gay
thi~t
h<;1i

Vi~t
Nam
gia
nh~p
WTO
(vao
thang
11
nam
2006). Vl
v~y,
vi~c
xay dlfng
mot
thanh
ph6
HCM
hi~n
d<;1i
va
van
minh
la
di~u
dn
phai
lam, trong d6,
phat
tri~n
h~

th6ng xe
buyt
da
phat
tri~n
khong ngung
va
ngay cang
kh~ng
dinh
vi
td
cua
mlnh trong
h~
th6ng
v~n
tai cong cong
cua
mot
do
thi
Ion. Theo
th6ng
ke
cua
sa
GTCC,
hi~n
t!;li

ca'u va M th6ng
xe
buyt
TP.HCM

".
Thang
112008.
2
VietnamNet.
Bai
"Giai
quye't k((t
xe
o TP.HCM t6n chua toi 100
ty
d6ng".
Bao
di~n
til'
ngay
11/05/2008.
3
Bao
dic$n
til'
Nguoi
Lao
E>()ng.
Bai

tri~u
htcjt
hanh
khach/ngay, blnh quan
giai
doc;tn
2002-2008 tang 58%/nam
4
•
Sl,l'
ti~n
fch
cua
xe buyt, gia ve
re,
d~c
bi~t
trong thai
ky gia
xang
d~
u tang cao da
lam
gia tang nhanh chong
s6
hanh
khach
su
d1,mg
xe buyt.

ki~m
chi phi xang
d~u
cua nguoi dan, TP.
HCM
da
phat
d()ng phong trao nguoi dan
di
xe buyt, d()ng
vien
cac CB-CNV-DV
di
d~u
trong
phong
trao nay, it nha't 1
l~n/tu~n
m6i ngu'oi khong
su
dl,mg
phu'dng
ti~n
ca nhan rna
dung
xe
buyt (ba:t
d~u
tu thang 1/2009)
5

c~p.
chua t6t,
dn
phan
tich,
di~u
chinh
d~
sao cho
mQi
ngttoi dan
d~u
mong mu6n
du'<Jc
su
d~;mg
loc;ti
xe nay.
Danh
gia cha't
lu'cjng
dich
V\J
VTHKCC
b~ng
xe buyt va do Iuong muc
d()
hai long
cua
nguoi

v~n
tai va so
GTVT TP.HCM
hi~u
ro hdn
v~
thang do cha't
lu'cjng
dich
V\},
cling nhu'
cac
ye'u
to'
tac d()ng
de'n
sl,l'
thoa man
cua
ngu'oi
dan
su
d\}ng
xe
buyt, tu d6 c6 nhung
di~u
chinh
hcjp
ly
d~

1.2M{lc tieu
ttJ
tiii.
Nh~m
danh gia cha't
lu<;5ng
dich
V\J
VTHKCC
b~ng
xe buyt va
sl;l
hai long cua ngu'oi
dan
TP.HCM d6i voi xe buyt
dn
phai c6 cac tieu chi do luang cha't
lu'<;5ng.
Tren the' gioi
4
Bao
cao
ke't qua
ho~t
d(>ng
v~n
tai hanh khach
bhg
xe buyt giai
do~n

CUll
nay
da
du'QC
ung
dl}ng va kiem dinh cho tung
lo£.ti
dich
Vl}.
Trong nghien
CUll
nay
chung toi
sll'
dl}ng
mo
hlnh
danh
gia cha't lu'qng d!ch
Vl}
SERVQUAL voi
ml}c
d!ch
kiem
dinh thang do
cha't lu'qng
cho djch
Vl}
v?n
t<li

Slf
hai long ctia ngu'oi dan thanh
ph6
d6i voi d!ch
Vl}
VTHKCC
b~ng
xe
buyt
cac tuye'n
n()i
thanh TP.HCM.
•
Dong
g6p
mQt
s6
y kie'n
nh~m
nang
cao
cha't lu'qng d!ch
Vl}
VTHKCC
b~ng
xe
buyt
va slf hai long ctia ngu'oi dan
sll'
dl}ng

n<)i
thanh TP.HCM.
Phlldng
phap
nghien cuu:
•
Sll'
dl}ng
phu'ong
phap
dinh tfnh
de
phan tfch thlfc
tr£.tng
phat
trien
h~
th6ng
VTHKCC
b~ng
xe
buyt
cac
tuye'n
n()i
thanh TP.HCM va
kham
pha
cac
ye'u

tuye'n xe
buyt
n<)i
thanh TP.HCM.
1.4 y nghla
thJ!c
ti~n
cua nghien cuu.
Nguy~n
Quang
Thu-
Ngo Thi
Anh-
Doan
van
Huy-
Nguy€n Thanh Hung.
.J:Iv
LCI.i
D~VV
I -
V7
-
~I
Trong tlnh hlnh
hi~n
nay
khi rna gili xang dftu va
nhien
li~u

giam
chi phf,
giam
tai
n~n
va
giam o
nhiem
moi tru'ong.
Lam
gl
d~
xe
buyt
TP.HCM
phat
tri~n
b€n
vi'i'ng?
I>~
tra
IOi
diu
hoi
nay,
dn
giai quye't nhi€u va'n d€ trong do co
nang
cao cha't
lu'<jng

mo'i
quan
h~
CUa
chung
VOi
Sl)'
thoa
man
cua
hanh
khach
stl'
dl)ng xe buyt.
Cac
cong ty
thl)'c
hi~n
djch
Vl)
se
co cai
nh1n
toan
di~n
han v€ cha't
lu'<Jng
djch
VlJ,
t~p

th~
lam
cd
so cho
cac
nghien
CUu
tu'dng
tl)'
do'i
voi cac
lo~i
hlnh djch
Vl)
khac nhu' djch
VlJ
hai
quan, djch
VlJ
XNK.

Cuo'i
cung,
nghien
CUU
nay
se
la
m{)t
tai

thi~u
h~
tho'ng
VTHKCC
b~ng
xe buyt
thanh
pho' HCM.
Chuang
3:
Phuong phap
nghien
cuu va ke't qua nghien cuu.
Chuang
4: M()t so' y kie'n dong gop
nh~m
nang
cao
cha't
lu'<Jng
djch
Vl)
VTHKCC
b~ng
xe
buyt
va
sl)'
hai
long

cong trlnh da va dang nghien cuu v€ VTHKCC
b~ng
xe
buyt
t~i
Vi~t
Nam
nhu
sau:
1)
D€ tai: ''
H~
chuang trlnh
h6
tr<;J
quan ly va ai€u ph6i
ho~
t d()ng giao thong
TP.HCM".
CNDT: TS
Tdn
Van Lang.
Nam
2000.
2)
D€ tai :
"A.p
dt,mg
ky
thu~t

TP. HCM.
Nghi~m
thu
nam
2003.
4) Chuang trlnh phat tri€n VTHKCC
d~u
tu
xa h()i h6a 2000 xe
buyt.
Trung
Him
Di€u
Hanh
VTHKCC. Thang
12/2006-
12/2010.
5)
Mo hlnh ung
dl;lng
GPS va GIS
phl;lc
Vl;l
cong tac quan ly xe buyt tren dia ban
TP.HCM.
Le
van
Trung-
Dinh Vie't Chung.
Nam

Lu~n
van
cao h9c nam 2007. Khoa
QLCN-
DHBK Ha N()i.
8)
D€ tai:"
Xac
dinh cac ye'u
t6
anh huang ae'n quye't dinh
di
xe buyt ciia nguoi dan
va m()t
s6
giai phap
mo
r()ng thi truong dich
Vl;l
xe buyt
t~i
TP.HCM". Luong Th€
Mi,
lu~n
van cao h9c
nam
2005. Truong DHKT, TP.HCM.
9)
D€ tai:" Do Iuong cha't
lu<;Jng

thi~u.
Chuang 1 chung toi
da
giOi
thi~u
t6ng quan v€ nghien
cuu
g5m: mlJc tieu, d6i tuqng
va
ph(,lm
vi, phuong phap, y nghia
cua
nghien cuu,
nQi
dung nghien
cuu
va tlnh hlnh
nghien
cuu
trong nuoc
v€
chu d€ nay. Chuang 2
nay
se
giOi
thi~u
co
sd ly thuye't v€ cha't
luqng djch
Vl),

Gioi
thi~u
v€ slf
phat
tri€n
cua
h~
th6ng VTKHCC
b~ng
xe
buyt
TP.HCM.
2.2
Cha't
ltf(jng
djch
Vt,I.
2.2.1 Khai
ni~m
chii't
lli(lng djch
v{l.
Djch
Vl,l
la
mQt
lo~i
san
phffm vo hlnh. Thuong
khach

sau khi
da
"mua" va
"su
dl;lng" chung. Vi
dlJ,
khach
hang
phai
mua
m9t
tour du
ljch di trong nu'oc ho?c nuoc ngoai cua cong ty Saigontour thl khach
hang
moi bie't du'qc
cha't lu'qng
pht,Ic
Vl)
tour cua
cong
ty
d6 nhu' the' nao. Hay, cac sinh
vien
chi bie't v€ cha't
luqng
dao
t~o
cua
truong
Dt,ii

mlnh
tu
m9t
t6 chuc ben ngoai. Cu6i khoa
hQc,
vi~c
danh gia
hQc
vien cho
m9t
ke't qua
khong
tO't.
Di€u
nay
khong c6 nghia la cha't luqng djch
VlJ
dao
t~o
nay la chu'a t6t. Ne'u cac
hQC
vien
dUQC
CU
di
hQC
d€u
b?n
phai giai quye't cong
Vi~C

ly
CUa
Cong ty
chu
khong
phai
chfft
hi<;fng
dich
Vl;l
dao
te,tO
ye'u.
Tu
nhung
nam
1930, cha't
lu'<;fng
trong linh
VlfC
san
xua't
du'<;fc
xac
dinh
nhu'
ffiQt
ye'u
to' va ye'u to' cha't lu'qng thlfc slf trd
nen

ba:t
ngu6n
tu
nganh
san
xua't
san
ph§m
huu
hlnh.
Tuy
nhien,
vi~c
danh
gia
mQt
san
ph§m
huu
hlnh
c6
the
d6
dang
thong qua hlnh dang thie't ke'
san
ph§m,
mau
sa:c
cua

ham
lu'qng
lao
d()ng cao, nghia la qua trlnh tieu dung dich
v1,1
thl cha't
lli<;fng
dich
v1,1
the
hi~n
trong qua
trlnh tlidng tac giii'a
khach
hang
va
nhan
vien
cua
cong
ty cung cffp dich
Vl,l.
Vl
v~y,
vi~C
danh
gia cha't lliqng dich
v1,1la
khong d6.
Cho

va (2) ke't
qua
cua
dich
Vl,l.
Gronroos
(1984)
cling
d~
nghi
hai
thanh
phffn
cua
cha't lu'qng dich
v1,1,
d6
la
(1) cha't lliqng ky
thu~t,
la nhfi'ng gl rna
khach
hang
nh~n
du'QC
Va
(2) chfft
lu'<;fng
chuc
nang,

"muc
d¢
khac
nhau
giua
slf
mong
dqi
cua
nglioi
tieu
dung
V~
dich
Vl,l
Va
nh~n
thuc
CUa
hQ
V~
ke't qua
CUa
dich
Vl,l"
6
•
Parasuramen
& ctg (1985, 1988)
la

cua
cha't lu'qng dich
Vl,l.
Cac
nha
nghien
cuu
nay
dl(a
ramo
hlnh 5
khoang
each
va 5
thanh
phfin cha't
lli<;fng
dich
v1,1,
gQi
ta:t
la
SERVQUAL
(Nguy6n
E>lnh
ThQ
& ctg, trang 7-9). Trong
cac
mo hlnh cha't lu'qng dich
Vl,l,

hlnh SERVQUAL, vl
v~y
nghien
cuu
t~p
trung
vao
mo
hlnh
nay
va
cac
mo
hlnh
di~u
chinh
tu
n6.
2.2.2 Mo hinh SERVQUAL.
Mo
hlnh cha't htqng dich
Vl;l
cua
Parasuramen & ctg.(1985)
da
khai
quat
du'qc t6ng
th€
cac

CUll
ve
do Iuong cha't lu'qng
cua
dich
Vl;l
du'qc
cam
nh~n
bdi
khach
hang.
D€
thlfc
hi~n
du'<JC
dieu
nay,
dn
phai dinh nghia
cac
thanh phffn
cua
cha't lu'qng dich
Vl;l
du'QC
cam
nh~n
bC1i
khach

1) Tin
c~y
(reliability): n6i
len
kha
nang
thlfc
hi~n
dich
Vl;l
phu
hqp
va
dung
thai
h!;ln
ngay
lfin
dffu
tien.
2)
Dap
ung
(responsiveness): n6i
len
Slf
mong
mu6n
va
san

(acess):
lien
quan de'n
vi~c
t!;lo
mQi
di~u ki~n
thu~n
l<Ji
cho
khach
hang
tie'p
C~n
VOi
dich
Vl;l.
5) Ljch Slf (courtesy): n6i
len
tfch
each
phl;lC
Vl;l
ni~m
nd, ton trQng
va
than
thi~n
vdi
khach

khach
hang,
lam
cho
khach
hang
tin
c~y
vao
cong ty.
8) An
toan (security):
Kha
nang
bao
dam
slf
an
toan
cho
khach
hang,
th€
hi~n
qua
slf
an
toan
v~
v~t

qua
vi~c
tim
hi€u
nhung
doi hoi
cua
khach
hang,
quan
tam
dtn
h9 va
nh~n
di;ing
du'QC
cac
khach
hang
thu'ong xuyen.
lO)Phu'dng
tic$n
huu
hlnh (tangibles): th€
hic$n
qua ngoi;li hlnh, trang
phl;lC
cua
nhan
Vien

khfa
qnh
cua
m()t dich
Vl,l.
Nhu'ng,
mo
hlnh
nay
lqi
khong
ddn gian trong
vic$c
do
luang
va
mang
n?ng
tfnh ly
thuytt.
Chfnh vl
v~y.
cac
nha
nghien
ctl'u da
nhieu
lfin
dieu
chinh va

v1,1
phu
hc;Jp
va
dung
thai
hi;in
ngay
lfin dfiu tien.
2)
Dap
U'ng
(responsiveness): th€
hi~n
qua
sv
mong
mu6n
va
san
sang
cua
nhan
vien
ph1,1c
v1,1
cung ca'p dich
v1,1
cho
khach

quan
tam
cham
s6c
dtn
tung
ca
nhan
khach
hang.
5) Phu'dng
tic$n
huu hlnh (tangibles): th€
hi~n
qua ngoi;li hlnh,
trang
pht,IC
cua
nhan
vien
pht,IC
Vl,l,
cac
trang
thitt
bi
pht,IC
Vl,l
cho dich
Vl,l.

du'c;Jc
cac
tac
gia
nay
ki€m
dinh va
dieu
chinh
nhieu
lfin va h9 da di
dtn
ktt
lu~n
r~ng
n6
la thang do
hoan
chinh
ve
chfft
lu'c;Jng
dich
Vl,l,
di;it
gia
tri
va
d()
tin

Khi cong
ty
XYZ hua se thlfc
hi~n
rnQt
di~u
gl d6
vao
khming thai
gian
Ct;l
the, cong ty se
tht;t'C
hi~n
2.
Khi
b~n
c6 va'n
d~.
cong ty XYZ the
hi~n
st;t'
quan tarn chan thanh
trong giai quye't
va'n
d~
3.
Cong ty XYZ
tht;t'c
hi~n

vien
trong cong ty XYZ
pht;tc
vt;t
b~n
nhanh chong, dung
h~n
7. Nhan vi
en
cong
ty
XYZ luon luon
san
sang giup do
b~n
8.
Nhan vien cong
ty
XYZ khong bao
gia
to ra qua
b~n
rQn
de
khong
dap ung
yeu
du
cua
b~n

12.
Nhan
vien
trong cong ty XYZ c6 kie'n thuc
de
tra lai
cac
cau
hoi cua
b~n
Thanh philn
dOng
cam:
13. Cong
ty
XYZ
the
hi~n
st;t'
quan tarn de'n ca nhan
b~n
14. Cong ty XYZ c6 nhil'ng nhan vien the
hi~n
st;t'
quan tarn de'n ca nhan
b~n
15. Cong ty XYZ the
hi~n
st;t'
chu y

gQn
gang, dt;p
20.
Cac
phu'ong
ti~n
v~t
cha't trong
ho~t
dQng djch
vt;t
cua
cong ty XYZ
ra't ha'p
d~n
21. Cong
ty
XYZ
b6
tri thai gian lam
vi~c
thu~n
ti~n.
Nguy€n Quang
Thu-
Ngo Thi
Anh-
Doan
Van
Huy-

vt;t
khac
nhau, d
cac
nttoc
khac
nhau. Ke't
qua
cho tha'y, d tung
nganh
djch
vt;t
khac
nhau va tung thj tru'ong
khac
nhau thl
CaC
thanh
phgn
CUa
chfi't
lu'Qng
djch
Vt;l
cfing
CO
the
khac
nhau.
Ch£ng

ThQ
& ctg ( 2003)
kiem
djnh thang do
SERVQUAL cho thi tru'ong khu vui choi giai tri
ngoai
troi
tC;ti
TP.HCM
cho
tha'y, cha't
lu'Qng
djch
Vt;l
nay
bao
g8m
4 thanh phgn: Tin
c~y.
kha
nang
pht;tc
Vt;t,
St;l'
d8ng
cam, va
phu'ong
ti<$n
huu hlnh.
Nguy~n

vt;t
ciia
nhan
vien, tru'ng
bay
hang
h6a,
m~t
b~ng
sieu thj,
va
muc do an toan trong
sieu
thj"
(TC;tp
chi
phat
trien
KH&CN,
T~p
9,
Sci
10-2006, trang 67). Nhu'
v~y,
de
ke't
lu~n
v€ thang
do
ciia

Vt;l
va
Slf
thoa
man
ciia
khach
hang
thu'ong
t~p
trung nghien
cuu
vao hai nganh:
khach
du ljch va
nganh
v~n
tai.
Nghien
cuu
Slf
hai
long
ciia
khach
hang
trong
nganh
du ljch thu'ong
sii'

cac
cong
ty
V~n
tai
du'a
ra
(Karen & ctg, 2001). Di€u nay
d~n
de'n
cac
ke't
qua
danh
gia
mC;tng
n~ng
tinh chii
quan, khong chinh
xac
va khong khoa
hQC.
Seock
- Jin Hong & ctg (2006) trong
mot
nghien
cuu
cha't lu'qng djch
Vt;l
v~n

sa
h<;1
tffng
san
sang
dap
ung
cac
djch
Vl.J
V~n
tai
hang
hoa
hang
khong.
2.
Trach
nhi~m
d6i voi djch
Vl.J
(Service accountability): c6 trach
nhi~m
d6i
vOi
djch
Vl.J
v~n
tai
hang

v~n
chuy~n.
4.
Kha
nang
quan
ly
(Management
capability):
cac
buoc
cffn thlfc
hi~n
trl1oc
khi
thlfc
hi~n
djch
Vl.J:
bao
dam
may
m6c
thie't bj cffn thie't;
xay
dlfng
ffiQt
h~
th6ng
thong

tai
qu6c te'
tang
len
2.
C6
kha
nang
l~p
ke'
ho<;1ch
v~n
tai
hi~u
qua
3.
C6
kha nang thlfc
hi~n
v~n
chuy~n
cac
chuye'n
hang
di;ic
bi~t
4.
S6luqng
duong
v~n

khong
8.
C6
kha
nang
giai quye't
cac
khie'u
n<;1i
9.
C6
kha
nang
cung
ung
hang
hoa
dung
thai
gian thie't ke'
Thimh phOn
phi
djch V(l
C{lnh
tranh:
10.
Hi~n
di~n
cua
h~

danh
gia
XNK
khac nhau
Thanh phOn khd
nang
qudn ly:
13. Slf
thu~n
ti~n
cua
h~
th6ng
v~n
tai
tren
mi;it
da't
14.
H~
th6ng thong tin
15.
Lien
doanh
v~n
tai
qu6c te'
~16.
Kha
nang

Nguyen Quang
Thu-
Ngo Thi
Anh-
Doan
Van
Huy-
Nguyen
Thanh
Hung.
Nghien
CUll
cac
ye'u
to'
cha't
lu'qng
dich
Vl;J
v~n
tai
h~mh
khach cong tren co sd du
lic$u
di€u tra tu khach hang
sti'
dl;lng
dich
Vl;J
nay giup

do
va hanh dong), sv tin
c~y
va sv
d6
dang (thong tin). Mot
nghien
CUll
khac cua Friman & ctg (2001) da d\fa tren thang
do
5 thanh phftn cha't lu'qng
djch
Vl;l
SERVQUAL cua Parasuraman & ctg (1991) d€ xay d\fng thang do chfft
lu'qng
dich
Vl;l
v~n
tai hanh khach cong. Thang
do
du'qc
ki€m dinh
t£,ti
9 thanh
ph6
cua Chau Au va con
l£,ti
4
th~mh
phftn

Tic$n
nghi (comfort): Th€
hic$n
qua moi tru'ong
v~t
cha't
nhu'
thie't ke' cua phu'ong
tic$n
V~n
tai cong, cac thie't bj
l~p
d?t tren phu'ong
tic$n
nay
phl;JC
Vl;l
cho hanh khach hay
va'n
de
vc$
sinh.
4.
Thai
do
ung
xti'
cua nhan vien
phl;JC
Vl;l

Vl;l
la nguyen nhan (ngu5n
go'c)
t(;lO
nen
st;(
hai long cua khach hang.
C6 nhi€u quan di€m khac nhau ve
st;(
hai long cua khach hang (Oliver 1997).
St;I'
hai long
cua khach hang
Ut
st;(
mong dqi
tru'oc
va sau khi mua mot san phffm hay mot djch
Vl;J.
Bachele (1995, 81) dinh nghia
st;(
thoa man cua khach hang la mot phan ung mang tfnh
cam
XUC
CUa
khach hang dap
l£,ti
VOi
kinh
nghic$m

thu duqc
tu
san
phffm rna
khach
hang
cam
nh?n
duqc voi nhil'ng ky
VQng
cti.a
hQ
v€
san
phffm d6 ".
Nhu
v?y, c6 th€
phan
ra
ba
mile
dQ
thoa
man
khac
nhaudtfa
VaO
StJ'
chenh
l~ch

cti.a
nguoi mua,
hQ
se
hai
long
• Ne'u ke't qua thtfc
hi~n
cti.a
san
phffm nhi€u hon
ca
ky
VQng
cua
nguoi mua,
hQ
se
pha'n khfch
Tse
& ctg 1988 dinh nghia
StJ'
tho a
man
la
sv
phan
ling
cua
nguoi

dung
n6.
N6i
mQt
each
khac,
chung
ta c6 th€ hi€u stf
thoa
man
cti.a
khach
hang
la
stf
phan
ling
cua
nguoi
tieu
dung
vOi
vi~c
duqc
dap
ling nhung mong mu6n
cti.a
h9 (Oliver 1997). Dinh
nghia
nay

thanh
cong
va
tha't
bl;li
cti.a
mQt
t6 chile kinh doanh. Thtfc te' cho tha'y, ne'u cong ty gia
tang
duqc
5%
khach
hang
trung
thanh
thllqi
nhu?n
se
tang
len
khoang 25-85%.
Ho?c
eli trung blnh mQt
khach
hang
khong
hai
long, h9
se
n6i

thoa
man
khach
hang
thl
cong
ty
danh
ma't ca
khach
hang
hi~n
c6 va
khach
hang
ti€m nang.
2.3.2
Phan
bi?t
Sl/
thoa
miin
cua
khach
hlmg
vUi
chat
[ll(lng
san
pha·m

Khai
ni~m
"slf thoa
man
ctia
khach
hang"
va cha't
lu'cjng
djch
v1,1"
c6 slf
khac
nhau dlfa
tren
nhii'ng
phan
tfch quan
h~
nhan
qua ctia chung. Slf
thoa
man
ctia
khach
hang
nhln
chung
la
mot

nay
du'cjc
mo
ta trong hlnh 2.1.
Cha't
lu'cjng
djch
vu
Nhan
to' tlnh huo'ng
Cha't
lu'cjng
san
ph~m
Slf
thoa
man
ctia
khach
hang
Gia
Nhan
to'
ca
nhan
Ngu6n: Zeithaml
va
Bitner ( 1996), Services Marketing,
McGraw-
Hill, trang 123

tac
dong
nhu':
chfft
lu'cjng
djch
Vl,l,
chfft lu'cjng
san
ph~m,
cac
nhan
to' tlnh huo'ng,
cac
nhan
to'
ca
nhan.
C6
nhi8u
nghien cuu cho tha'y cha't
lu'cjng
djch
Vl,l
va
Slf
thoa
man
con
khac

Vl,l
chi
t~p
trung
vao
cac
thanh phfin
c1,1
th~
ctia djch
Vl,l
(Nguyen
Dlnh Th9 & ctg, 2003, trang 11).
Ch~ng
h<J,n,
chung ta c6
th~
nghe v8 cha't lu'cjng djch
v1,1
ctia khu du ljch nghi du'ong Blnh
Chau
la ra't t6t,
nhung
chung
ta c6 thoa
man
v8 cha't
lu'cjng
djch
v1,1

Vl,l
va
Slf
thoa
man
tuy la hai khai
ni~m
khac
nhau nhu'ng c6
lien
quan
cMt
che
voi nhau trong
nghien
cuu v8 dich
Vl,l
(Parasuraman & ctg, 1988). Ne'u cha't
lu'cjng
Ou'QC
cai
thi~n
nhu'ng khong dlfa
tren
nhu cffu
CUa
khach
hang
thl khong
bao

ne'u
cam
nh~n
du'qc djch
Vl,l
d6 c6 cha't lu'qng cao.
Ngu'QC
lqi, khach hang
se
khong hai long
khi cam
nh~n
du'qc djch
v1,1
c6 cha't lu'qng tha'p. Tuy nhien c6 ra't
It
nghien ctl'u ki€m djnh
mtl'c do giiii thlch
cac
thanh phftn cua cha't lu'qng djch
Vl,l
d6i voi
sl,l'
thoa
man
cua khach
hang
trong tung nganh dich vu
c1,1
th~.

cac
phu'dng
ti~n
ca nhan
d~
di
h;li
nhu' a
Vi~t
Nam
thl
con
gay
o nhi6m moi tru'ong, tai nqn giao thong va
cac
va'n de lang phi chi phi xa
hoi
khac.
Nh~n
bie't
du'qc
va'n
de,
TP.HCM da di tien phong trong
vi~c
khoi
ph1,1c
va
phat
tri€n

hanh
khach (HK). Khi mqng lu'oi di vao khai thac n6 da tqo du'qc bo
m~it
moi
cho VTHKCC n6i chung va
v?n
tiii xe buyt n6i rieng, tqo
sl,l'
thi~n
cam
va thu hut
sl,l'
quan
tam,
su
dl,lng
cua hanh khach. Qua 7
nam
hoqt dong,
s6
lu'qng
hanh
khach
di
tren
cac
tuye'n buyt ngay
cang
tang,
tll'

TP.HCM.
7
Hifu
qua
hoQt
dQng
~ua
mQng
lztm
tuytn:
7
Baa
cao
ke't qua
hol;lt
d9ng
v~n
tai
h~mh
khach
b~ng
xe
buyt giai
dol;ln
2002-2008 ciia
Trung
Tam
QL&BH
VTHKCC (ngay 1911112008).
Nguy6n Quang

gia,
tang
71
tuye"n
so voi
nam
2002.
Xem
bang
2.1.
•
M?ng
htoi
tuye"n
buyt
da
ke"t
n6i
du'QC
gifi'a khu vlfc trung
tam
thanh
ph6
voi khu
vlfc ngo?i
thanh
va
mot
s6
tinh 1i€n k€.

nhu'ng
h~
th6ng
cd
sd
h~
tftng chua
6n
djnh
va
3
tuye"n
dn
c6 slf di€u chinh.
Bang
2.1: Lu6ng tuye'n buyt (DVT: tuye'n)
Lo~i
hinh
tuy~n
·
.
2002··
2003
2004
2005
2006
2007
2008
. .
Buyt

31
45
28
34
37
TOns;~
c9ng
97
104
120
143
146
151
153
Ngubn: Bdo cdo cua Trung Tam QL&DH VTHKCC (ngay 19111/2008).
Cd
s/1
hg,
tflng:
Be'n biii:
•
Nha
ga
hanh
khach
di
xe
buyt:
Hi~n
nay Trung

va
bai
xe
van
Thanh. Ngoai ra
con
cac
be"n
xe
lien
tlnh
khac
CO
xe
buyt
du'QC
b(}
tri
mot
phftn
di~n
tfch
de
hO?t dong
chung
nhu':
Be"n
xe
Mi€n
Dong,

ndi
d~u/da
do khong c6
di~n
tfch da't
danh
rieng cho
ho?t
dong
VTHKCC.
•
C6
2
bai
gifi'
xe
mi~n
phi
t~i
Thu
Due
va Cu Chi
phl;lC
Vl;l
cho
hanh
khach
su
dl;lng
xe

Nhu'
v~y.
c6 th6 tha'y co
sd
h~
t~ng
ngay cang du'qc hoan
thi~n
nh~m
dap ung
tO't
han nhu d u
di
l~i
cua
ngu'oi
dan
thanh ph6. Trung
tam
cling dang nghien
CUll
dieu chinh
cac
tr~m
dung ' nha cho tren
cac
tuye'n xe buyt
nh~m
khai thac
cac

dll'ng , nha
chO'
nam
2002 - 2008
STT
Chi
ti@u
2002
2003 2004 2005 2006
2007
2008
1 Nha cho
232
232 228 231
305 365 363
2
Tr~mdung
1.122
1771 1952 1663 1620 1900 1982
3
Bang
treo 0
669
917
820 721 600 274
4 6 son
1354
2672
3097
2714

ru'oc
hQC
sinh, sinh vien, cong nhan. Hai dlf
an
nay da
g6p phffn
to
Ion trong
vi~c
phat trien
h~
thO'ng
xe buyt TP.HCM.
Cu6i
nam
2005 tie'p
tl,IC
thi di6m
du'a
2 xe buyt hai
t~ng
vao
ho~t
d()ng tren tuye'n
be'n
xe Chq
Lon-
E>~i
h9c Nong Lam. Xe du'qc trang bi
h~

xe Chq
Lon-
Cu Chi
(3
xe).
Nguyen Quang
Thu-
Ngo Thj
Anh-
E>oan
Van
Huy-
Nguy~n
Thanh Hung.
S61i~u
th6ng
ke
ve
co
ca'u
do~m
phttong
ti~n
nam
2002-2008
phan
theo
nh6m
xe
du'<;Jc

gh~
Xe 199 138 204 242
252
257
257
26-39
gh~
Xe
68 305 644 835 825 846 883
Tr~n
39
gh~
Xe
320 306 756
1.121
1.206 1.279
1.284
Buyt 2 tflng
Xe
0 0 0
2 2 2 2
TOng c{»ng Xe 2.100 2.045 2.840 3.250 3.292 3.208
3.208
Ngu6n: Bao cao cua Trung tam
QLDH-
S(J
GTVT, TP.HCM
(1
1/2008)
Ne'u

hut
sl;l'
di
l';ti
ctia
ngttC1i
dan
b~ng
xe
buyt
nhieu
hon.
S61i~u
th6ng
ke
ve
co
ca'u
doan
phttong
ti~n
phan
theo
thanh
phffn kinh te'
nam
2002-
2008
dtt<;5c
trlnh

2005 2006 2007 2008
Qu6c doanh
Xe
68 179 595 648
646 667 675
Li~n
doanh Xe 58
61
65
75
84
80 80
TNHH Xe
40 60 75
121
138 116
116
KhOi
HTX Xe 1.934 1.745 2.105 2.406
2.424 2.345 2.337
TOng c{»ng
2.100 2.045 2.840 3.250
3.292 3.208 3.208
Ngu6n: Bao cao cua Trung tam
QLDH-
S(J
GTVT, TP.HCM ( 1 112008)
San
lzt{lng
VTHKCC

Nguyen
Thanh
Hung.
Bang 2.5:
Bang
tho'ng
ke
san
lu'(jng VTHKCC
nam
2002-2008 (DVT:
tri~u
HK)
Buyt
TOng
CQng
Nam
%
Taxi
Ghi
chu
C6TG
%tang
Khong
TG
C9ng
VTHKCC
tang
1 2
3 4

55,5 308,9
2007
270,7 15% 25,5 296,2
17%
84,0
380,3
2008
315,3
16%
25,3
340,6 15%
108,9 449,5
U'&c
2008
Ngu6n: Bdo cao cua Trung tam
QLEJH-
Sa
GTVT, TP.HCM ( 1112008)
Chinh sach
va
cd
ciiu gia ve:
Gia
ca
luon la ye'u
tO'
quan
trQng
tac
d<)ng

thO'ng
xe
buyt
d~
di
l~i
b~ng
vi~c
trq gia cho xe buyt. Hdn nii'a, cling co nhieu
lo~i
ve
d~
ngu'oi dan co
th~
hfa ch9n cho phu hqp voi nhu
du
va tgn sua't di
l~i
ctia mlnh
nhu':
Ve
htqt, ve t?p, ve thang.
Ve
lu(lt: Du'qc mua trlfc tie'p tren xe, co gia tri cho 1
1gn
di
l~i.
Gia ve luqt thu'ong la
3000-
4000 d6nglhanh khach/lu'qt, tuy theo quang du'ong

lu'Qt
lo~i
3000 d6ng),
lo~i
90000 d6ng/1 t?p 30 ve
(1
ve c6
gia tri tu'dng du'dng 1 ve
lu'Qt
lo~i
4000 d6ng).
~
Ve
thdng: Ve
ban
tru'oc, hanh khach mua ve thang se
sll'
d1:1ng
cho tuye'n da mua, khong
giOi
h~n
sO'
1gn
di
l~i
trong thang. Gia ve thang c6 nhieu mile khac nhau: ve hanh khach 1
Nguyen Quang
Thu-
Ngo Thi
Anh-